As customers expect every experience to be more personalized there’s one thing that every organization can benefit from understanding better: the Voice of the Customer (VoC). In this whitepaper, we’ll discuss the importance of VoC, how to measure it with data-driven strategies and tools to uncover value and transform CX for bottom-line impact and increased brand loyalty.
This guide helps illuminate many of the issues to be considered when researching and selecting such an inte...
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Do you have time for a survey? Can you give us some feedback? Tell me how I did! We are all too familiar with customer feedback requests as they bombard us from every side: email signatures,...
I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the...